(Krista Strum) Note to BP’s corporate communications team: advise your talking heads to tell the facts (or don’t give them off-base talking points) and stop letting your CEO Tony Hayward speak to press, period. That way, he can have his life back...just like he recently stated.
This is a tragic case in which lives were lost and our environment and the way of life for so many of our fellow citizens threatened. But when it comes to how BP handled this case, there’s no doubt that their early crisis management practices will be a textbook case study for years to come. And, it will certainly take a while to count up all of its mishaps. So what are the key takeaways considering what we currently know?
First, and foremost, always…always rapidly respond to the public and own up to it. And, don’t point fingers in order escape scrutiny and take responsibility. In BP’s case, this was not clear early on and their early days’ spent on Capitol Hill blaming Transocean and Halliburton certainly created additional toxic tension for the trio now collaborating to fix the leak – an awkward partnership that could last for years.
Second, don’t gravely understate facts when you can’t confirm or deny them. Case in point: in April Hayward cited that with so much water in the ocean, “the spill will have a modest impact.” I guess that was when the hole was estimated to be leaking only 5,000 barrels a day when it was really leaking nearly 14 times as much…and the moon was made of yellow cheese.
Third, never allow your CEO to make personal statements about how the catastrophe is consuming his/her life during a crisis that has claimed lives. For even the most stone-faced spokespeople, publicly faking empathy is better than making a completely desensitized statement that further enrages folks.
As for the rest of the takeaways, unfortunately we’ve got several months/years of note taking before we can tally up all the lessons learned. One thing’s for certain, a publicly-traded company with gazillions of dollars should invest enough effort into conveying the truth, focusing on the problem first and then fixing it. Plain and simple, BP has failed miserably in this regard.
P.S. A special shout out to all BP gas station protestors.
This is a tragic case in which lives were lost and our environment and the way of life for so many of our fellow citizens threatened. But when it comes to how BP handled this case, there’s no doubt that their early crisis management practices will be a textbook case study for years to come. And, it will certainly take a while to count up all of its mishaps. So what are the key takeaways considering what we currently know?
First, and foremost, always…always rapidly respond to the public and own up to it. And, don’t point fingers in order escape scrutiny and take responsibility. In BP’s case, this was not clear early on and their early days’ spent on Capitol Hill blaming Transocean and Halliburton certainly created additional toxic tension for the trio now collaborating to fix the leak – an awkward partnership that could last for years.
Second, don’t gravely understate facts when you can’t confirm or deny them. Case in point: in April Hayward cited that with so much water in the ocean, “the spill will have a modest impact.” I guess that was when the hole was estimated to be leaking only 5,000 barrels a day when it was really leaking nearly 14 times as much…and the moon was made of yellow cheese.
Third, never allow your CEO to make personal statements about how the catastrophe is consuming his/her life during a crisis that has claimed lives. For even the most stone-faced spokespeople, publicly faking empathy is better than making a completely desensitized statement that further enrages folks.
As for the rest of the takeaways, unfortunately we’ve got several months/years of note taking before we can tally up all the lessons learned. One thing’s for certain, a publicly-traded company with gazillions of dollars should invest enough effort into conveying the truth, focusing on the problem first and then fixing it. Plain and simple, BP has failed miserably in this regard.
P.S. A special shout out to all BP gas station protestors.
BP used to be one of my favorite companies, now that this has happened I can see their true colors and I am greatly disappointed.
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(Krista Strum) Note to BP’s corporate communications team: advise your talking heads to tell the facts (or don’t give them off-base talking points) and stop letting your CEO Tony Hayward speak to press, period. That way, he can have his life back...just like he recently stated.
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